"Something went wrong and your search couldn't be completed" error message when searching from an additional mailbox in Outlook

Symptoms

Consider the following scenario:

  • You are granted Full Access permissions to a secondary mailbox.
  • You add the mailbox as an additional Exchange account to your Microsoft Outlook for Office 365 profile.
  • You run a search from that mailbox.

In this scenario, you receive an error message that resembles the following:

Something went wrong and your search couldn't be completed.

It looks like there's a problem with your network connection.

When this error occurs, clicking the Let's look on your computer instead option may display the expected search results.

Cause

This is a known limitation of the Exchange Online search service. The issue occurs if an Outlook client uses the primary mailbox user's credentials to run a search from a secondary mailbox.

Workaround

Important

Follow the steps in this section carefully. Serious problems might occur if you modify the registry incorrectly. Before you modify it, back up the registry for restoration in case problems occur.

To work around this issue, use any of the following methods:

  • Select Let's look on your computer instead to start a local Windows Desktop Search after every error.
  • Change Outlook settings to stop using the search function on the service. To do this, create a DisableServerAssistedSearch registry key. For more information, see this Outlook Global Customer Service & Support Team Blog article.
Type Value
Group Policy Registry Path HKEY_CURRENT_USER\software\policies\Microsoft\office\16.0\outlook\search
Value Name DisableServerAssistedSearch
Value Type REG_DWORD
Value Data 1

Note

The OCT registry path will be HKEY_CURRENT_USER\software\microsoft\office\16.0\outlook\search.